Challenges to efficient and responsive Call Center activity

A call center agent uses multiple systems and applications. He has to promptly navigate, while managing interaction with the customers. This has to be done impeccably. However,jumping between disparate channels shifts focus away from the customer, lowers agent productivity, and potentially endangers data accuracy. Additionally, post-call wrap up can take almost as much time as the call itself, thus negatively impacting upon agent productivity.

An integrated automation solution for the Call Center

The 360° view on operational performance

An integrated automation solution links the systems and applications in one console, builds a unified knowledge base that delivers relevant data in real time, and automatically sets up & kicks off processes for an efficient post-call wrap-up. Agents are freed from having to process repetitive, manual tasks and can focus on developing their customer-centric skills. Unlike many first generation RPA tools, which focus primarily on the design of robots, the UiPath platform was designed to meet the deployment, management, security, reporting, integration, and scalability requirements of today’s global enterprises and BPOs. UiPath combines an intuitive and easy-to-learn Visio-style process designer with an enterprise-grade management platform that can be deployed in the Cloud or on premise. Thus, you can manage all the

organization robots from a single console. The agent will safely and swiftly update information in different systems simultaneously, without having to jump between screens and compromise accuracy. Dynamic search options will save time within the conversation, and more importantly, will lower the call abandonment rates. The system provides the agent with up-sell and cross-sells suggestions in real time, creating the opportunity to maximize revenues. At the same time, the automatic capture of manual inputs ensures optimization and efficiency of the wrap-up work. Data is safely recorded and then comprehensively logged, gaining processing accuracy for the organization. This frees up time for the agent to take more calls, allowing him to develop his customer-centric skills.

Integrated agent desktop

A single screen access to disparate systems and applications through the presentation layer.

Dynamic data management

A unified knowledge repository available for agents, with a single click in real time. Specific customer information is provided at the relevant point of the conversation.

Less training, better agents

By automating time-consuming and redundant manual tasks, agents can gain effectiveness and proficiency in their work.

Analyse and report

Continuous improvement with UiPath RPA

Identifying and implementing the right automation solution will both dramatically improve agent processes and elevate the customer experience. By aggregating customer information from multiple sources in a single view, Call Center automation will make the agent more effective and engaged with the customer. Satisfied customers mean improved first call resolution. UiPath fully supports you in

identifying the best automation opportunities to drive immediate results, taking your business to the next level. By transforming the system and adapting it to the conversation, impeccable processing and a successful agent-customer engagement will ensue. Essentially, robotic process automation allows for continuous, focused improvement in customer satisfaction, while increasing long-term revenue potential.